探討教官服務品質對校園安全與學生滿意度之影響-以台灣某私立高職為例

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題名:	探討教官服務品質對校園安全與學生滿意度之影響-以台灣某私立高職為例
作者:	曾演澈
貢獻者:	經營管理學系碩士在職專班
關鍵詞:	軍訓教官、校園安全、服務品質、學生滿意度、Military Training Instructor、service quality、campus safety、student satisfaction
日期:	2018
上傳時間:	2018-06-14 08:10:43 (UTC+0)
出版者:	亞洲大學
摘要:	隨著時代的變遷，教育現場的考驗也變得更為多元，校園內所面對的安全問題也與日俱增，然而面對此動盪時期，軍訓教官卻因為政府推動轉型正義政策必須離開校園，且從2016年5月20號新政府上任後，便開始執行停招軍訓教官的政策，校園內雖然是老師及學生為主的學習環境，但教官的存在確實仍有其功能與價值，隨著時代的更迭軍訓教官的角色不斷地調整轉變，早已不是過往單純的校園秩序管理者，而是成為校園安全及學生生活輔導的守護者，所以軍訓教官存廢問題，仍有值得探討空間。本研究目的在透過服務品質相關文獻，探討如何從 Parasuraman , Zeithmal ＆ Berry（1985a，以下簡稱為PZB）三位學者所提出的一般性服務品質衡量模式為基礎，進一步探討高中職校軍訓教官服務作為對校園安全及學生滿意度之影響，本研究以新北市某私立高職學生為研究對象，經描述性統計、信度檢定、因素分析、T檢定、Pearson 積差相關分析及PLS等方法進行分析。透過研究結果發現，教官工作內容品質越好越周密，學生對校園安全及學習環境均呈正面的回應，更對教官整體服務滿意程度，呈現顯著正向影響，可見教官只要願意在本務工作及服務上多下苦心，就能在提升校園安全效能及學生滿意度上獲得肯定，並充分彰顯教官存在於校園之價值，希冀本研究能提供學生輔導實務工作者及後續研究者相關研究之參考。 As times have changed, so has the landscape of the educational field. Its diversity has caused more security concerns and campus safety is becoming an issue. The new party assumed office on May 20, 2016, and began implementing the policy of reducing Military Instructors (MI). It is in this turbulent time that MI’s are being downsized due to their promotion of the “Transitional Justice Policy.” Although a campus is usually centered around students and teachers, the presence of a MI still serves both functionality and value. The role of a MI has been evolving throughout and has become a multi-faceted occupation. Aside from policing campus safety, MI’s also provide counseling for students that are in need. Therefore, there is much to debate regarding the retention of MI’s in school campuses. The purpose of this study is to explore how to improve the service quality of MI’s in vocational high schools based on the general quality of service measurements as proposed by the three scholars, Parasuraman, Zeithmal & Berry (1985a, hereinafter referred to as PZB) through the literature on service quality. Different measurements are taken in order to accurately analyze the MI’s quality and the impact of campus safety satisfaction. This study analyzes students from a private vocational high school in New Taipei City and will be utilizing descriptive statistics, reliability tests, factor analysis, T-test, Pearson ’s product difference correlation analysis, and PLS to analyze. The study found that through MI work content quality is better, students of the thoughtful campus security and learning environment also showed a positive response and MI in overall service satisfaction with a significant positive impact, visible as long as the MI to the substantive work and services under more painstaking efforts, they can enhance campus safety performance and satisfaction for students and MI fully demonstrates the value exists in the campus, hope this research can provide substantive workers student counselling and follow-up study of researchers related reference.
顯示於類別:	[經營管理學系 ] 博碩士論文

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